Second Line Support Consultant Technical Support

Why your job is important to us

We promise our clients that we will provide straightforward, efficient and secure IT management. For most clients their most frequent interaction with us is through our remote helpdesk service. Clients contact Support at a moment of personal stress. They are busy, hardworking people who can’t get something to work, and we can all empathise with that feeling!

Your job is to be proactive, professional and friendly, fixing their issue, preventing it from happening again, making them feel calm and confident in your ability, and making sure that the client feels well communicated with, in a manner that hasn’t made them feel silly for calling in the first place.

As a 2nd Line Support Consultant, you will also provide deeper technical expertise when issues require more detailed investigation and troubleshooting. You will take ownership of more complex technical problems, make sound technical decisions and use your experience to help develop the knowledge and capability of others within the Support team.

The feeling you leave the client with after your interaction will often form that client’s whole opinion of our firm. To our clients, you are ramsac!

Clients tell us it’s our personable, proactive approach that really makes a difference.

• Help our clients with technical issues raised by phone, portal or email.

• Take ownership of more complex technical issues requiring deeper investigation, troubleshooting and technical knowledge.

• Deal with a wide variety of users with varying levels of technical knowledge.

• Manage a demanding caseload in line with SLAs, balancing client communication, technical investigation and timely resolution.

• Use a structured, evidence based approach to troubleshooting, forming and testing hypotheses to identify the underlying cause of technical issues.

• Research and investigate unfamiliar technical issues, using your experience and judgement to determine the appropriate course of action.

• Recognise when an issue requires further specialist expertise and escalade effectively, providing clear evidence of the investigation, actions taken and findings.

• Liaise with third parties and log tickets for vendor support and warranty claims.

• Be proactive in keeping clients updated with the status of their support ticket and ensuring customer ratings are within target.

• Think about not only how to fix an issue, but how to ensure the problem does not return.

• Manage changes in a way that minimises risk to the client’s ability to operate.

• Support 1st Line colleagues with more complex technical queries, using these opportunities to coach and develop their knowledge rather than simply taking work from them.

• Identify recurring technical issues, documentation gaps and opportunities for automation or service improvement, proactively bringing forward solutions.

• Act as a ‘Champion’ within the team for designated clients, reviewing our documentation and being a point of technical knowledge.

• Maximise efficiency and speed of service by utilising our automation tools as appropriate.

• Manage your workload effectively and deliver against agreed productivity, quality and service performance expectations.

• Join our 24/7 on call rota when a vacancy arises, typically providing on call cover for one week in every five.

We want to be known as the most ‘can do’, well polished and caring IT supplier in the South East. To do that, we only want to work with the best. Our staff are proud to say ‘I am ramsac’ and their personal values are a reflection of the core ramsac beliefs, which are all about going the extra mile and being genuinely concerned about providing clients with the very best, most attentive and highest quality…